2017 - Management

Scale for Measuring Perceived Service Quality of Public Service in Sri Lanka: With Special Reference to Divisional Secretariats in Gampaha District

2017-10-30T00:00:00Z

Scale for Measuring Perceived Service Quality of Public Service in Sri Lanka: With Special Reference to Divisional Secretariats in Gampaha District Wijesekera, A.T.; Fernando, R.L.S. The most accepted SERVQUAL is heavily applied to measure the service quality of Business to Customer (B2C) profit oriented organizations than for non-profit organizations. As such, this paper describes the development of a 19-item instrument for assessing customer perceptions of service quality in public service with special reference to Divisional Secretariats in Sri Lanka. To do so, both qualitative and quantitative methods were utilized in three fundamental stages recommended by Churchill (1979) and Parasuraman et.al, (1988). In following their footsteps, initially a qualitative research was undertaken in five Divisional Secretariats within Gampaha District through interviews with 50 customers from different backgrounds and affiliations which produced 42-items with eight factors emerged. These 42-items were included in a questionnaire and quantitative study was undertaken with 100 respondents who were current or recent customers of Divisional Secretariats within Gampatha District. To ensure the reliability and validity of the measures of service quality construct, mainly reliability test, split-half reliability and factor analysis, were used. Finally, 42-items were deduced in to 19-items and a new scale was developed to measure the service quality of Divisional Secretariats with 5 dimensions Responsiveness, Communication, Tangible, Empathy and Assurance. Among these, responsiveness dimensions could be the least important and the empathy dimension was of most concern to customers. As a closing note, limitations and further studies were discussed.

Factors Affecting Successful Implementation of Poverty Alleviation Policy in Sri Lanka

2017-12-19T00:00:00Z

Factors Affecting Successful Implementation of Poverty Alleviation Policy in Sri Lanka Anuradha, P.I.; Fernando, R.L.S. Poverty is a critical and social issue in the developing world. Various policy measures have been taken by the countries for reducing this issue. Similarly, Sri Lanka has been taken many initiatives. But the incidence of poverty has not come down as expected. For an example, the Poverty Head Count Ratio in rural sector was 29.4% in 1990 and 24.7 % in 2012 (Census and Statistic Department in Sri Lanka). Among the many reasons for failure of these, poor implementation is imperative. In this context, this paper carries out an empirical study to identify the factors affecting successful implementation of poverty alleviation policy. Quantitative research method was used and primary data was gathered from 71 officers attached with the implementation process at the national, district, and divisional levels. A structured questionnaire was used with interviews for the data collection. Reliability analysis and factor analysis were undertaken to ensure the validity and reliability of the data. Correlation and regression analysis was undertaken in identifying the factors. The test result found that capability, disposition, number of people involved in the implementation, past experience of the implementing officers are significantly affecting on successful implementation of the policy. Based on the findings, policy measures are suggested for improving the policy implementation.

DETERMINANTS OF ACADEMIC PERFORMANCE OF UNDERGRADUATES OF THE FACULTY OF MANAGEMENT STUDIES AND COMMERCE OF THE UNIVERSITY OF SRI JAYEWARDENEPURA IN SRI LANKA

2017-01-01T00:00:00Z

DETERMINANTS OF ACADEMIC PERFORMANCE OF UNDERGRADUATES OF THE FACULTY OF MANAGEMENT STUDIES AND COMMERCE OF THE UNIVERSITY OF SRI JAYEWARDENEPURA IN SRI LANKA Fernando, R.L.S. The main purpose of this study is to identify the most significant factors influencing the academic performance of the undergraduates of the Faculty. A systematic random sample of two hundred students representing the second, third and the fourth year of student population of the Faculty in the year 2010 were selected. The data was obtained through a structured questionnaire. Descriptive statistics, factor analysis, reliability analysis, correlation analysis and stepwise multiple regression were used for data analysis. It was found that self-determination; time management, English knowledge and students’ attendance on lectures are positively and significantly (at P < 0.001) affecting the academic performance. Among them, self-determination was the most influential factor, which alone explains 46.4 percent of variance in academic performance of the undergraduates. Also the library usage and self-motivation have shown significant (at p < .01) and positive association with academic performance. Further, active learning has also shown significant (at p< 0.05) and positive association with the academic performance. Those variables altogether were found to explain 69 percent of variance in academic performance of the undergraduates. The implication of this study for improving students’ academic performance of the undergraduates of this Faculty is also outlined.

Components of the Teacher's Ethics in Senior Secondary Students: An Exploratory Study from Teacher's Perception

2017-01-01T00:00:00Z

Components of the Teacher's Ethics in Senior Secondary Students: An Exploratory Study from Teacher's Perception Harischandra, K.V.S.; Fernando, R.L.S.; Wanasinghe, W.M.S. Attached; The quality of education and performance of students depend on the teachers as reflected in the release of their duties. Teaching should be regarded as a profession: it is a form of public service which requires teachers’ expert knowledge and specialized skills acquired and maintained through rigorous and continuing study; it calls also for a sense of personal and corporate responsibility for the education and welfare of the pupils in their accuse. Teachers’ professional ethics have significant relationship with students’ performance. The senior secondary students’ performance such as discipline, academic achievement and values has been declining at an alarming rate. Both teaching and learning depend on teachers: no wonder an effective teacher has been conceptualized as one who produces desired results in the course of his duty as a teacher. Therefore, the major purpose of the study was to identify components of the teachers’ ethics in senior secondary students, from the teachers’ perceptions in Sri Lanka. The study was mainly qualitative and used the inductive approach. Numbers of teachers were considered three main Contextual themes such as Student and Teacher Relationships and the Effect on Student Learning, Teacher efficacy and classroom management and Teaching Method. The findings of the study showed that there were several factors; conducted to teachers’ ethics, that contribute towards students ‘performance. The study, recommends that teacher’s Ethics, availability of resources involvement are critical for the attainment of high quality education in secondary schools in Sri Lanka.